Adil AbdallaMarch 2011

What is The FM Business..?

Facilities Management is the Art to Sustain

the Built Environment

2

RevenuesLandlord

Premises Leasing

EXECUTION

Contracts

Regulator

Handover

Design Package

Construction Package

OPERATIONSProperty CRM

FM Packages

Regulator

Renovation

Contracts

Facilities Management

Project Management

Real Estate Cycle

3

Global Bodies?

4

Value of FM

5

1:5:20Construction Facilities Mgmt Major Refurbishment Due

Strategy& Branding PrequalificationBenchmarking &

Standardization

Facilities Management

Strategy

FacilitiesManagementProcurement

Facilities Management

Modeling

Facilities Management

Operations

Service Optimization

CorporateQuality Manual

FMOperations

Award & Mobilization

OperationsQuality Manual Tendering

FMQuality Manual

FM Value Chain

6

Corporate of FM

Quality

Corporate

Operations

Administration

Procurement

Contracts

Customer Care

Audit & Improve

Call Center

Soft Resources

Service Packages

Enabling Facilities

Clients

Service Managers

Teams Leaders

Manuals/Templates

Inventory

Records

Strategy

Biz Development

Communications

7

SoftService

TechnicalService

Safety& Security

Landscape ServiceHousekeeping Ops

Reception OpsFaçade Cleaning

Specialized Cleaning

Healthcare MgtSafety Mgt

Environmental MgtSecurity Ops

Pest Control Ops

BMS OpsEngineering Ops

Plant ServiceICT MgtAV Mgt

Planned Preventive Static

Spot Checking Corrections Mobility

Others

Parking MgtSpace Making Ops

Property OpsCommercial Mgt

Events Mgt

Standard

Quick Fix

CAX CAXCAXCAX

PAX PAXPAXPAX

FM Basic Operations

8

Evolution of FM

Developer

Utilities

Supervision

Construction Team

Lease Operations

Tenancy Operations

Tenant/Client

< 1985

1995

Developer

Facility Manager

Project Manager

Construction Team

Lease Operations

Tenancy Operations

Tenant/Client

2005

Developer

Facility Manager

Project Manager

Construction Team

Lease Operations

Tenancy Operations

Tenant/Client

Developer

Development Manager

Facility Manager

Project Manager

Construction Team

Lease Operations

Tenancy Operations

Tenant/Client

2010 <

9

Conventional& Basic FM

Conventional& Basic FM

Environmental& Advanced FM

Environmental& Advanced FM

Futuristic& Innovative FM

Futuristic& Innovative FM

EngineeringHousekeeping

Security

EngineeringHousekeeping

Security

SustainabilityIntelligent BldgCarbon Control

SustainabilityIntelligent BldgCarbon Control

Green BldgEnergy Control

Business Support

Green BldgEnergy Control

Business Support

Facilities MgtFacilities Mgt Community MgtCommunity Mgt Town MgtTown Mgt

HabitatHabitat UrbanUrban MetropolitanMetropolitan

Business DrivenBusiness Driven Socially DrivenSocially Driven Politically DrivenPolitically Driven

1990th 2010th

21st Century

Immature Market Mature MarketTime

Ope

ratin

g M

argi

n +15%

+/- 0%

Single Bundle Service Providers IFM Companies

(GCC $ 900 Billions by 2030)

IFM: Integrated Facilities Management

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Property ManagementProperty Management

Renter-Oriented

Renter-Oriented

Owner-Oriented

Owner-Oriented

Service forRental Market

Service forRental Market TaxesTaxes

ProcurementCoordination

ProcurementCoordination Sales

Promotion

SalesPromotion

CustomerCare

CustomerCare AccountingAccounting

SpacePlanning/Mgt

SpacePlanning/Mgt Legal

Service

LegalService

ProcessImprovement

ProcessImprovement ProcurementProcurement

InvoicingInvoicing

ContractManagement

ContractManagement InsuranceInsurance

Building Operations & MaintenanceBuilding Operations & Maintenance

UtilitiesUtilities TechnicalOperations

TechnicalOperations

Oil/GasOil/Gas HVACHVAC

PotableWater

PotableWater Automated

Service

AutomatedService

Drainage &Sewage

Drainage &Sewage Environmental

management

Environmentalmanagement

IrrigationWater

IrrigationWater Energy

Economization

EnergyEconomization

StormDrain

StormDrain Technical

Consultancy

TechnicalConsultancy

Compliance& Auditing

Compliance& Auditing

EnergyEnergy IT &Telecom

IT &Telecom

MaintenanceMaintenance

PlannedMaintenance

PlannedMaintenance

RunningConstruction

RunningConstruction

FaçadeMaintenance

FaçadeMaintenance

CorrectiveActions

CorrectiveActions

ModernizationModernization

Ancillary &Support ServiceAncillary &Support Service

FacilitiesService

FacilitiesService SecuritySecurity

Hospitality(F&B)

Hospitality(F&B) Access

Control

AccessControl

JanitorService

JanitorService Safety

Service

SafetyService

WasteHandling

WasteHandling Fire

Protection

FireProtection

Movers &Storage

Movers &Storage Parking

Operations

ParkingOperations

Gardner &Landscape

Gardner &Landscape Shredding

Management

ShreddingManagement

LaundryLaundry IntelligenceIntelligence

CleaningCleaning BoundaryProtection

BoundaryProtection

CoreBusinessSupport

CoreBusinessSupport

Reception &Switchboard

Reception &Switchboard

OfficeSupplies

OfficeSupplies

Copy/PrintCopy/Print

SecretarySecretary

ArchiveAdmin

ArchiveAdmin

Call CenterCall Center

Mail DeliveryHandling

Mail DeliveryHandling

ReportingReporting EventsManagement

EventsManagement Control

Management

ControlManagement Service

Desk

Service Desk

TFM: Total Facilities Management

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Only applied in

Scandinavia

Call CentreCall Centre IDLE !No Complaints; Scope is fully delivered

IDLE !No Complaints; Scope is fully delivered

Quality Centre

Quality Centre

CAXCAX IDLE !Regular Service are Comprehensive

IDLE !Regular Service are Comprehensive

Proactive Actions

Proactive Actions

AuditAudit IDLE !No findings, Actions are fully delivered

IDLE !No findings, Actions are fully delivered

MeasurableQuality

MeasurableQuality

Company Level

Client Level

FM Optimum CSFs

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ServiceProvider

ServiceProvider

The Client

Expectations

Info Flow

Skepticism

Scope Management

Reporting System

Quality Management

Value for Money

Service Challenges

13

Quality AcrossThe ContractSilent Operations..!!

Minimal Variations..!!

Amazing Reports..!!

Everything is Alright

Well Defined Terms of SLANo Worries on Financials

State of the ArtCommunicationsSimple yet Conclusive

Clients’ Wish-List

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GCC Market Norms

20%

35%20%

25%

Market SharePublic Corporates Commercial Private

35%

25%

20%

15%5%

Target QualityTier-1 Tier-2 Tier-3 Tier-4 Tier-5

25%

40%

20%

15%

Marketing ToolsFlayers e-Mart Ads One-to-one

25%

60%

10% 5%

Service ExpectationsConvenience Cheapest Auditability Attire

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Landscape& Gardens

HousekeepingService

Reception& Front Office

Façade Cleaning

Specialized Cleaning

BMSManagement

Engineering Management

Plant Management

ICTManagement

AV SystemsService

HealthManagement

Safety Management

EnvironmentalManagement

Security Management

Pest ControlService

Soft Engineering HSSE

Outsourced

Essential

Not Essential

Typical FM Packages

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FM Ops Manual(FM Operations)

CorporateQuality Manual

FM Quality Manual(FM Baselines)

Specifications

Deliverables

Measures

MethodStatement

Procurement Management

Management & Supervision

The Brand KPIs, Efficiency & Technical Audit

Corporate PerformanceFeasibility

Strategy

Obligations

FM Quality Manual

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Field Operations

18

Account Director(Office 1,000,000 ft2+)

Team Leader Others

Team LeaderHousekeeping

Receptionists

SupervisorEngineering

SupervisorBMS

OfficerClient Relations

Mgr Reception

MgrSoft Service

Mgr Engineering

Mgr HSSEMgr Security Ops

SupervisorCar Parking

OperativeCar Parking

Team Leader BMS

Team LeaderEngineering

TechnicianBMS

TechnicianEngineering

OperativesHousekeeping

OperativesCLN + LSC + FCD

Document Controller

Team LeaderSecurity Ops

GuardsSecurity Ops

Mgr Fit-out

Call Center

Corrective Actions

Preventive Actions

FM Generic Processes

RegularAttendances

Baselines(Quality Manual)

Specifications

Deliverables

Measures

Approval

Close-out

SLA

Records &Planning

Certify Conformity

OperationsManagement

ComplaintsNotes

Approval

Close-out

Records &Planning

Certify Conformity

Call

Cent

re

MST

SOW

KPI

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Clients

FM Provider

Landlord

CR Mgt

Call Center

Planning

Operations

Operations

Satisfaction

KPIs

CAX

Quality Manual

FM Client-Interfacing

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PositiveReporting

Complacence

Incompetency

Bureaucracy

IneffectivenessNegativeReporting

Sustainable Success

Role & Structure ofMiddle Management

Communicated Corporate Vision

Corporate Life Span

Positive & Negative Reporting

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Booking the ServiceComplaining the Service

By Phone

By E-Mail

Delivering the Service

Post Service Care Biz SustainabilityBiz Strategy

Service Coordination/Customer Mgt

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Principle Corporate Quality Manual

FM Manuals

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Integrated Operations Quality Manual

Key Performance Indicators - KPI Manual

Client Relations Management – CRM Manual

Call Center/Help Desk Operation Manual

Human Resources Management Framework

Procurement & Resources Management Manual

Key Performance Indicators (KPIs)

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The KPIs are operational tools that turn both service outputs and performance

into quantifiable values and measurable statistics; which

would constitute the contractual basis for

compensations, rewards and penalties.

No SLA is complete without an adequate set of KPIs on

the subject performance and deliverables.

Management

Direct Effort

Consumables

Equipments

Milestones

Method

Precautions

Reporting

PredefinedAggregates

Acceptable Aggregate (X) is not less than (??%) of the Predefined Delivery

Standards & Benchmarking

ResourcesManagement

Controls& Compliances

Planning & Packages

Business Development

ContractsManagement

Finance& Credit

ReportingManagement

Communications Management

OperationsCorporate Administration

Developing FM Business

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Thank You..!

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